We are noticing that the conversation connected to a ticket has to be manually closed. Is there an automated way to do this?
Hello @GMarkham thank you for posting in our Community!
I would recommend a workflow to close the tickets.
For example: You would first need to move the ticket into a “waiting state” using a waiting-for-reply ticket phase for example, and use the property: Last customer reply date.
You can automate this change of status by initiating a workflow as soon as the property:" Last response date → The date of the last response from an agent or bot" is known, then move the ticket to the waiting stage.
Your main workflow of closing will then be able to use the following enrolment criteria :
- Ticket status is any of the Waiting on contact stage (Support Pipeline)
and - The last customer reply date was more than 4 days ago
I hope this helps,
Pam